Listening Will Be Crucial to Enhance CX for Banks Through Machine Learning, Artificial Intelligence


Machine learning and Artificial Intelligence are two buzz terms that could have a profound effect on the overall customer experience related to financial institutions. These technologies are picking up steam as they make their way toward the mainstream in financial services, ultimately, making everything faster and more intuitive. Machine learning is a subset of artificial intelligence that enables computers to learn without being explicitly programmed. With machine learning, computers can analyze new information and compare it with existing data to look for patterns, similarities, and differences. David Gilvin, partner, banking & financial markets leader, IBM Digital Consulting, IBM, discussed this burgeoning theme during a session titled, "Machine Learning & Artificial Intelligence Powering Next Gen CX in Financial Services," at the recent Money20/20 Conference in Las Vegas.

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